Exploring the factors influencing commuters’ satisfaction and the use of public utility buses in Quezon City, Philippines

This study examines the determinants of commuter satisfaction with public utility buses in Quezon City, Philippines, emphasizing service quality, travel duration, cost efficiency, and willingness to utilize the service. The study employed a quantitative research design, gathering data from public utility bus commuters in Quezon City using Slovin’s formula. A validated 29-question Likert-scale survey was utilized, and data were analyzed with linear and multiple regression. The survey results show the significant influence of these factors on commuter satisfaction and their willingness to use bus services in Quezon City. The quality-of-service variable, exhibits significant results, highlighting safety concerns which are particularly relevant among women. This reflect subjective norms, travel duration and cost-efficiency were found to have a significant positive impact, as passengers value the advantages of time-saving and affordable prices. This research calls for regulatory changes aimed at improving service quality and safety to enhance operational standards of bus services in the Philippines.